Service Desk Analyst

3 days ago

Quezon City, Philippines BEST CAREERS AND OPPORTUNITIES Full time
LOCATION: QUEZON CITY AND CEBU, PHILIPPINES
JOB TITLE: SERVICE DESK ANALYST
The purpose of this role is to the first point of contact for the B2B users who call Service Desks to troubleshoot appropriate end user issues in line with the Company's Service Desk objectives.

Be responsible for primary user support and customer service:
1. Respond to queries from all calls, portal, emails, chats from the client
2. Become familiar with each client and their respective applications/ processes
3. Learn fundamental operations of commonly-used software, hardware and other equipment
4. Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software
5. Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits
6. Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework

Regular MIS & resolution log management on queries raised:
1. Record events and problems and their resolution in logs
2. Follow-up and update customer status and information
3. Pass on any feedback, suggestions, escalations by customers to the appropriate internal team
4. Identify and suggest improvements on processes, procedures etc.

Stakeholder Interaction
Stakeholder Type
Stakeholder Identification
Purpose of Interaction

External Clients: Handle issues/ queries

Lists the competencies required to perform this role effectively:

*Functional Competencies/ Skill: Process Excellence - Ability to follow the Service Desk standards and norms to produce consistent results, provide effective control and reduction of risk ? Competent to Expert
Domain Knowledge ? Knowledge of process/ domain managed ? Competent to Expert

Competency Levels:

1. Foundation - Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.
2. Competent - Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.
3. Expert - Applies the competency in all situations and is serves as a guide to others as well.
4. Master - Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.

Behavioral Competencies:
-Effective Communication
-Detail Oriented
-Change Agility
-Client centricity
-Execution Excellence
-Passion for Results

Deliver: Performance Parameter Measure

1. Service Desk Delivery

-Adherence to TAT, SLA as per SoW
-Minimal Escalation
-Customer Experience

2. Personal

-Attendance
-Documentation etc.

KINDLY SEND YOUR FULL NAME, NAME OF THE JOB YOU ARE APPLYING FOR AND YOUR ACTIVE EMAIL ADDRESS UNTO US. You can also send a message to our
Facebook Page: facebookcom/bestcareersandopportunities/ or facebookcom/bcaomm/
and Google Mail:

  • Service Desk Analyst

    3 days ago

    Quezon City, Philippines BEST CAREERS AND OPPORTUNITIES Full time

    LOCATION: QUEZON CITY AND CEBU, PHILIPPINES JOB TITLE: SERVICE DESK ANALYST The purpose of this role is to the first point of contact for the B2B users who call Service Desks to troubleshoot appropriate end user issues in line with the Company's Service Desk objectives. Be responsible for primary user support and customer service: 1. Respond to queries from...

  • Service Desk Analyst and Service Operations Analyst

    2 days ago

    Pasig City, Philippines Nityo Infotech Services Philippines Full time

    We’re Hiring: Service Desk Analyst & Service Operations Analyst Service Desk AnalystSalary Range: Php 23,000Headcount: 2Work Schedule: Rotating shifts (24x7 support)Work Arrangement: Hybrid (2 days onsite)Location: Rockwell Business Center Pasig CityRequirements:-- Candidate must possess a Bachelor’s Degree in Computer Engineering, Computer Science, IT,...

  • Service Desk Analyst

    3 days ago

    Quezon City, Philippines BEST CAREERS AND OPPORTUNITIES Full time

    LOCATION: QUEZON CITY AND CEBU, PHILIPPINESJOB TITLE: SERVICE DESK ANALYSTThe purpose of this role is to the first point of contact for the B2B users who call Service Desks to troubleshoot appropriate end user issues in line with the Company's Service Desk objectives.Be responsible for primary user support and customer service:1. Respond to queries from all...

  • Thai Bilingual IT

    3 days ago

    Taguig City, Philippines Tasq Staffing Solutions Full time

    Job opportunity for Thai Bilingual IT Service Desk Analyst | Taguig, Onsite Start date: January 6, 2025 Basic Qualifications: - Can speak in Thai English language - 1-year technical support experience (can be TSR experience)

  • Thai Bilingual IT

    3 days ago

    Taguig City, Philippines Tasq Staffing Solutions Full time

    Job opportunity for Thai Bilingual IT Service Desk Analyst | Taguig, Onsite Start date: January 6, 2025 Basic Qualifications: - Can speak in Thai English language - 1-year technical support experience (can be TSR experience)

  • IT Service Desk Analyst Level 1

    3 days ago

    Cebu City, Philippines Eteam Workforce Private Corporation Full time

    Job Title: Service Desk Analyst Level 1Contract Duration: 12 monthsWork Arrangement: OnsiteLocation: CebuSchedule: Rotating shiftSalary Offer: Php33,000 basic pay + Php2,000 non taxable allowance Job Description:Service Desk Analyst may perform one or more of the following:· Troubleshoots via the phone hardware, software, and network operating problems and...

  • Multilingual Service Desk Analyst

    2 days ago

    Taguig City, Philippines Manpower Core Group Inc. Full time

    Key Skills Customer Service COMPUTER SKILL Technical Analytical Skills Problem Solving Job Title: Multilingual Service Desk Analyst (Polish) Category: Service Desk / End User Services Main location: Taguig (Onsite) Salary: PHP 70,000 - 80,000 Employment Type: Full Time Want to expand your experience in one of the world’s largest IT and business...

  • Service Desk Analyst

    3 days ago

    Cebu City, Philippines Gratitude Philippines Full time

    • College Undergraduate/Bachelor’s degree in any field• At least 1-2 years’ service desk experience with Service Now background in a BPO setting• Must have Service Now knowledge• Availability: ASAP joiner is advantage• Work Set up: Hybrid• Amenable to work in graveyard shift, shifting schedules including holidays and weekendsTower...

  • Service Desk

    2 days ago

    Makati City, Philippines Nityo Infotech Services Philippines Full time

    Nityo Infotech Services Philippines is Hiring Service Desk (Female) Location: Gil Puyat Ave. Makati City Set up: Hybrid Salary: 30,000 See complete details below: Service Desk - 30,000 24x7 Shifting, onsite 3x or 4x a week, can be assigned wfh during Saturdays and Sundays — At least 1 to 2 years experience in Technical Support. — Experience in any...

  • BPO Service Desk Quality Analyst

    3 days ago

    Quezon City, Philippines Tasq Staffing Solutions Full time

    Key Skills: Provide detailed feedback to Service Desk representatives based on monitored interactions. Coach representatives on areas for improvement and best practices to enhance customer satisfaction.Analyze data and metrics to identify trends, patterns and opportunities for improvement in customer service delivery. Generate reports and insights to support...

  • BPO Service Desk Quality Analyst

    3 days ago

    Quezon City, Philippines Tasq Staffing Solutions Full time

    Key Skills: Provide detailed feedback to Service Desk representatives based on monitored interactions. Coach representatives on areas for improvement and best practices to enhance customer satisfaction. Analyze data and metrics to identify trends, patterns and opportunities for improvement in customer service delivery. Generate reports and insights to...

  • BPO Service Desk Quality Analyst

    3 days ago

    Quezon City, Philippines Tasq Staffing Solutions Full time

    Key Skills: Provide detailed feedback to Service Desk representatives based on monitored interactions. Coach representatives on areas for improvement and best practices to enhance customer satisfaction. Analyze data and metrics to identify trends, patterns and opportunities for improvement in customer service delivery. Generate reports and insights to...

  • Service Desk Engineer

    3 days ago

    Quezon City, Philippines Aspiree Inc Full time

    The Service Desk Engineer is responsible for providing Level 1 technical support and service dispatch to customers, both internal and external, across different practice areas. Service Desk Engineer provides Tier 1 support. Performs as the first point of escalation of IT infrastructure incidents that involve clients, customers, service providers, internal...

  • Service Desk Engineer

    3 days ago

    Quezon City, Philippines Aspiree Inc Full time

    The Service Desk Engineer is responsible for providing Level 1 technical support and service dispatch to customers, both internal and external, across different practice areas. Service Desk Engineer provides Tier 1 support. Performs as the first point of escalation of IT infrastructure incidents that involve clients, customers, service providers, internal...

  • Service Desk Engineer

    3 days ago

    Quezon City, Philippines Aspiree Inc Full time

    The Service Desk Engineer is responsible for providing Level 1 technical support and service dispatch to customers, both internal and external, across different practice areas. Service Desk Engineer provides Tier 1 support. Performs as the first point of escalation of IT infrastructure incidents that involve clients, customers, service providers, internal...

  • IT Service Desk Coordinator

    3 days ago

    Cebu City, Philippines Eteam Workforce Private Corporation Full time

    Job Title: IT Service Desk CoordinatorContract Duration: 6 monthsSchedule: Rotating shiftWork Arrangement: OnsiteLocation: CebuSalary Offer: Php52,000 basic pay + Php1,500 non-taxable allowanceResponsibilities:· Lead a team of 20-30 skilled IT Analysts; coach, develop, and motivate them to ensure that they are providing world class customer service on all...

  • Service Desk Manager

    3 days ago

    Quezon City, Philippines BEST CAREERS AND OPPORTUNITIES Full time

    Job DescriptionRole & ResponsibilitiesDescriptionESSENTIAL DUTIES/RESPONSIBILITIES - Oversee help desk support to ensure that end user problems are resolved in a timely and effective manner, enabling users to access needed information and utilize technology resources effectively. - Improve productivity at Service desk by focusing on reducing incidents, use...

  • Service Desk Manager

    3 days ago

    Quezon City, Philippines BEST CAREERS AND OPPORTUNITIES Full time

    Job Description Role & Responsibilities Description ESSENTIAL DUTIES/RESPONSIBILITIES - Oversee help desk support to ensure that end user problems are resolved in a timely and effective manner, enabling users to access needed information and utilize technology resources effectively. - Improve productivity at Service desk by focusing on reducing...

  • Service Desk Manager

    3 days ago

    Quezon City, Philippines BEST CAREERS AND OPPORTUNITIES Full time

    Job Description Role & Responsibilities Description ESSENTIAL DUTIES/RESPONSIBILITIES - Oversee help desk support to ensure that end user problems are resolved in a timely and effective manner, enabling users to access needed information and utilize technology resources effectively. - Improve productivity at Service desk by focusing on reducing...

  • Service Desk Team Leader

    3 days ago

    Quezon City, National Capital Region, Philippines Tasq Staffing Solutions Full time

    Job DescriptionTasq Staffing Solutions is seeking a seasoned Service Desk Team Leader to oversee the performance of our service desk team. As a leader, you will be responsible for ensuring that our team provides top-notch support to clients while adhering to company policies and processes.About You- 3-4 years of experience in a similar role- ITIL certified-...